Senior Customer Experience Manager

Cloudflare

Cloudflare customer success manager driving onboarding, retention, renewals, and account growth in Singapore. Using AI analytics and automation to improve customer outcomes and sales opportunities.

Posted 8/17/2026full-timeSingapore • 🇸🇬 SingaporeSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, focusing on customer engagement, retention strategies, and value-driven sales processes. Proficient in utilizing AI analytics tools and LLMs to enhance customer interactions and drive business growth.

Highest-signal resume keywords

Customer Success ManagementSaaS Retention StrategiesAI Analytics ToolsCloud Security KnowledgeProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer EngagementAccount Portfolio PlanningValue-Driven SalesCloud ImplementationNegotiation SkillsData AnalysisForecastingProblem-SolvingWorkflow AutomationNetwork Security Knowledge

Soft Skills

Relationship BuildingStrategic ThinkingCollaborationCreativityCommunication

Tools & Technologies

LLMsAI Analytics ToolsCRM Systems

Certifications & Qualifications

Bachelor's DegreeProfessional Qualifications

Industry Keywords

Cloud SecurityPerformance IndustryCustomer Lifecycle ManagementRenewal ContractsStakeholder Relationships

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Manage customer engagement across the entire lifecycle, from onboarding through renewal
Act as a trusted advisor to customers and build strategic stakeholder relationships
Plan and execute long-term success plans for large customers to drive retention and growth
Present relevant Cloudflare solutions and functionality based on customer business needs
Lead or participate in business value justification meetings, business reviews, executive business reviews, and renewal meetings
Demonstrate how customer engagement drives revenue growth and adoption of Cloudflare solutions and services
Own and drive renewals, including maintaining and reporting accurate weekly forecasts
Retain and grow a book of business and maximize renewal value
Negotiate and execute renewal contracts according to customer objectives
Analyze data and use tools to identify selling opportunities and business value
Align with Sales on forecasting, planning, and targets
Develop long-term relationships with account stakeholders
Collaborate cross-functionally with Product, Engineering, Support, Marketing, and other teams to resolve customer issues and meet customer goals
Provide feature requests and customer feedback to internal partner teams
Prioritize multiple deals concurrently
Use LLMs to draft renewal communications, synthesize quarterly review data, and prepare executive summaries
Use AI analytics tools to analyze customer usage metrics and identify upsell or cross-sell opportunities
Build workflow automations for CRM synchronization, weekly forecast updates, and lifecycle alerts

Requirements

What you’ll need

Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales
2+ years of industry experience; cloud security and/or performance industry experience preferred
Bachelor's degree and/or other professional qualifications listed as desirable
Strong understanding of, or willingness to learn, computer networking and how the Internet works
Network security knowledge is a plus
Experience with project management, account portfolio planning, cloud implementation, and prioritization
Expertise in SaaS retention and sales processes
Excellent knowledge of value-driven sales
Excellent problem-solving skills and ability to creatively achieve resolutions
Ability to use LLMs, AI analytics tools, and workflow automation
Any offer may be conditioned on authorization to receive technology controlled under U.S. export laws without sponsorship for an export license

Benefits

Comp & perks

Equal employment opportunity
Reasonable accommodations for qualified individuals with disabilities
In-person interview attendance at a Cloudflare office or hub may be requested at the offer stage